We believe 2018 will be our best year yet! Here is a list of the programs and events that we have planned so far for 2018. Like what we have going on? Have an idea for a program or topic we should explore? Please let Jesse Vazquez, HDI San Antonio VP of Programs know your thoughts.
We are pleased to announce that HDI Support Center Analyst training/certification class is coming here to San Antonio in March 2018. This certification is recognized in throughout the IT Support world and ensures that frontline technical support analysts possess the skills and knowledge to provide quality service and support.
Please contact Doug Rabold for more information and details on attending this class.
What You Will Learn
- The process of incident management, from detection and recording to closure
- Critical thinking skills to resolve incidents quickly and consistently
- The importance of total contact ownership
- An awareness of the core help desk processes and best practices used in service and support centers
- Valuable active listening skills and effective communication strategies
- Proven techniques for improving customer interactions
- Effective support center strategies for managing difficult customers
Who Should Attend?
- Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction
- Individuals who are preparing for the HDI Support Center Analyst certification exam
Over the years I have had tons of inquiries involving requests for all kinds of IT Support/Service Management information, trends, and best practices. I always refer people to the wealth of knowledge in the HDI Salary & Practices Report. Last year almost 600 peer IT organizations from across Noth America shared details about what they have going on and where they are going.
This report alone is worth the price of the HDI annual membership. If you haven’t already, please do take a moment to peruse this invaluable report.
Have questions or would like to learn more about joining HDI? Please contact Bernard Beaullieu, 210-710-4161.
We had a fun and very productive HDI San Antonio Board of Directors meeting last night hosted by Rob Evans, Argo International. Attendees included; Rob, Doug Rabold, CPS Energy, Jesse Vazquez, Andeavor, Jason German, iHeart, James Nelson, CGI, and Bernard Beaullieu, Beaullieu & Associates.
We had a robust discussion aimed at firming up our line up for events in 2018 as evidenced by the whiteboard pic included in this post. Here is what we have so far:
February 15 – Lunch Social
March – HDI Support Center Analyst Certification Training – Details please contact Doug Rabold
April 19 – Leadership Panel Discussion – Balanced Scorecard, hosted and sponsored by Andeavor
June 21 – Cyber Security Event
August 16 – TBD
October 11 – TBD
December 6 – Awards Luncheon
Please join us on February 15 for the Lunch Social and join the discussion with fellow IT Support/Service Management leaders!
It was an awesome event last Thursday! We had 28 nominees from 20 different organizations, up for an HDI Award this year! In total, over 90 attendees joined us to recognize these nominees. We had great hosts, food, people, and even prizes! Congratulations to Cinthya Moyer from Methodist Healthcare for winning the Service Desk Analyst of the Year Award and to Shane Fritts from Rackspace for winning Desktop Support Technician of The Year Award! #HDISA #AwardChallenge Rob Evans JAMES NELSON Doug Rabold, ITIL, HDI Annita Hereford-Crump Bernard Beaullieu Jesse Vazquez Jr (PHA).
Once again congratulations to all of our nominees!
Service Desk Analyst of the Year
|Avila, Jose||Alamo Colleges||Diaz, Chris||Rackspace|
|Poisso, Blake||Andeavor||Grzincic, Thomas||Randstad|
|Nelson, James||CGI||Ballentine, Suzuka||SSFCU|
|Ayala, Elroy||City of Corpus Christi||Flores, Selyna||University Hospital|
|Mason, Rosana||CPS Energy||Garcia, Eleanor||UT Health Science Center|
|Valencia, Josue||CPS Energy||Lehmer, Sara||Valero|
|Contreras, Diana||iHeartMedia||Rascon, Breana||Whataburger|
|Moyer, Cinthya||Methodist Hospital||Cerda, Rosemary||Whataburger|
|Hernandez, Norma||NISD||Flores, Joe||Y&L Consulting|
Desktop Support Technician of the Year
|Easiley, Kelvin||Alamo Colleges||Fritts, Shane||Rackspace|
|Ruiz, Robert||Capital Group||Arteaga, Marco||SSFCU|
|Watson, Kevin||City of Corpus Christi||Asgari, Alex||SWBC|
|Zavala, Arturo||CPS Energy||Liebel, Adam||Tech Data|
|Cortez, Mario||Credit Human||Reed, Ted||Whataburger|
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